Creating xMatters events for incidents via BMC Helix iPaaS, powered by Jitterbit

As an administrator, you can integrate BMC Helix ITSM with xMatters to synchronize xMatters events with BMC Helix ITSM incidents. When you create an incident with Incident Type as User Service Restoration and Resolution Category as Request > xMatters > Events in BMC Helix ITSM, an event is triggered in xMatters. This integration enables administrators to manage xMatters events in BMC Helix ITSM.

BMC Helix Multi-Cloud Broker, along with BMC Helix iPaaS, powered by Jitterbit provides an out-of-the-box integration template to integrate BMC Helix ITSM and xMatters. You configure the integration in BMC Helix Multi-Cloud Broker and deploy the integration template to your BMC Helix iPaaS, powered by Jitterbit environment.

The following image gives an overview of the capabilities that this integration supports:

This integration provides the following capabilities:

BMC Helix ITSM to xMatters data flow

The following image gives an overview of the data flow for creating or updating an xMatters event from a BMC Helix ITSM incident :

The following image gives an overview of the data flow for changing the status and priority of an xMatters event or adding comments from a BMC Helix ITSM incident:

Logging an xMatters alert in BMC Helix ITSM

The following video illustrates an example of how an xMatters alert is created from a BMC Helix ITSM incident:

Before you begin

You require the following items to successfully set up and use this integration: 

Task 1: To configure the integration

1. Log in to BMC Helix Innovation Studio.
2. On Workspace, click Multi-Cloud Broker.

3. To launch BMC Helix Multi-Cloud Broker, in the top-right corner of the page, click Visit Deployed Application.
   

   Tip

   You can access BMC Helix Multi-Cloud Broker directly by entering the URL https://hostName:portNumber/helix/index.html#/com.bmc.dsm.mcsm/login and logging in as a tenant administrator.

4. Click Settings .

5. Select Start Here > Quick Configuration Guide.

   The Quick Configuration Guide page is displayed.

6. In the Step 1: Choose configuration tab, perform the following steps:

   Important

   In Choose Configuration, Helix iPaaS (powered by Jitterbit) is selected by default. Do not change this value.

   1.  Under Notifications, select xMatters Alert to ITSM Incident.
      
      
   2. Click Next.

7. In the Step 2: Perform configurations tab, perform the following steps:

   1. Add an operating organization, if you have not already done so.

   2. Add xMatters as the vendor organization, if you have not already done so.

   3. To add the vendor metadata, click Map vendors and perform the following steps:

   1. On the Map Vendors page, click Map Vendor.

   2. Complete the fields as described in the following table:

      Field	Action
      Description	Enter a description for the vendor metadata configuration.
      Ticketing Technology Provider	From the list, select xMatters.
      (Optional) Instance Name	If you are using multiple instances of xMatters, enter the name of the instance that you are using for this integration.
      Add Mapping	After you select the ticketing technology provider, click Add Mapping. BMC Helix Multi-Cloud Broker displays the default values in the Instance URL field and the Display Field Mapping section.
      Instance URL	If you have clicked Add Mapping, this field is auto-populated with a default URL.  Update the instanceUrl value in the default URL. The default value of this variable is https://{instanceUrl}/xmatters/app.do#EventDetailsReportPlace:{eventId}/overview. For example, update the default value to https://xmatters.bmc.com/xmatters/app.do#EventDetailsReportPlace:{eventId}/overview.
      Process Name	The name of the process created in . The default value of this variable is com.bmc.dsm.ticket-brokering-lib:Connector Process xMatters for {description}.
      Display Field Mapping	By default, the basic xMatters fields are mapped in this section. If you want to map additional fields to display in the BMC Helix ITSM UI, add the relevant mappings by clicking .
      Integration Platform	Select Jitterbit.

   3. Click Save.

   4. To fetch incidents from BMC Helix ITSM, click Define filter criteria to fetch records from ITSM to Helix Multi-Cloud Broker for incident, and perform the following steps:

      1. To select the filter criteria, click Advanced filter.
         

      2. Select the filters from the available fields, and click Next.
         The query filter expression is displayed. By default, the AND qualifier is applied when you select multiple filter criteria.

      3. To change the qualifier for your filters, update the query, and then click Save. 
         

         Important

         Make sure that you enter a valid query with available fields and values.

         
         

      4. Click Close. 
         When an incident matches the operation and filter that you have selected, the system fetches that incident to BMC Helix Multi-Cloud Broker.

   5. In the Configure xMatters integration section, refer to the configuration steps listed and select the check boxes as you complete each step.

   6. Click Save.

Task 2: To download and import the integration template project file

1. Download the Create xMatters events from BMC Helix ITSM incident 2022-10-01  file.
   This file contains the BMC Helix iPaaS Cloud Studio project Sync BMC Helix ITSM Incidents With xMatters Events.

   Important

   Your ability to access product pages on the EPD website is determined by the license your company purchased.

2. Log in to  and navigate to Cloud Studio.
3. Select your organization.
4. On the projects page, click Import.

5. Click Browse and then select the Create xMatters events from BMC Helix ITSM incident.json file you downloaded.
   The Project Name and Organization fields are automatically populated. The default project name is displayed, but you can change it, as needed.

6. From the Environment list, select the environment to which you want to import this integration template, and click Import.
   The project opens after the integration template is imported. 
7. To open the project file at a later time, select the environment where the integration templates are available, select the project name, and click View/Edit.

Task 3: To update the project variables for the integration template

1. Next to the Environment name, click the ellipsis ... and select Project Variables.
   
2. Update the project variables as described in the following tables:

   • BMC Helix iPaaS project variables

     Project variable	Action
     BHIP_API_Name	Enter the name for API that is created in BMC Helix iPaaS to receive BMC Helix Multi-Cloud Broker webhook requests. The default value of this variable is set to BMCHelixITSMIncidentAndxMattersEvent. If required, change the name.
     BHIP_API_User_Roles	Specify the organization roles that should have access to the new API. You can add multiple, comma separated values. Important: If you do not specify any value, all the organization roles get access to the new API.
     BHIP_MCB_API_Profile_Username	The integration template creates an API in BMC Helix iPaaS to handle requests from BMC Helix Multi-Cloud Broker. Enter the user name that should be used while creating the BMC Helix Multi-Cloud Broker API profile.
     BHIP_MCB_API_Profile_Password	The integration template creates an API in BMC Helix iPaaS to handle requests from BMC Helix Multi-Cloud Broker. Enter the password that should be used while creating the BMC Helix Multi-Cloud Broker API profile.
     BHIP_Vendor_API_Profile_Type	The integration templates create APIs to accept requests from a vendor. Enter one of the following API authentication mechanisms that you want to use with this API: BASIC ANONYMOUS APIKEY The default value of this variable is BASIC.
     BHIP_Vendor_API_Profile_Username	Enter the user name for the security profile that you want to use with the vendor API.  Important: Provide a value for this variable only if you select the BASIC option in BHIP_Vendor_API_Profile_Type.
     BHIP_Vendor_API_Profile_Password	Enter the password for the security profile that you want to use with the vendor API.  Important: Provide a value for this variable only if you select the BASIC option in BHIP_Vendor_API_Profile_Type.
     BHIP_Vendor_API_Profile_ApiKey_Name	Enter the APIKEY name for the security profile that you want to use with the vendor API.  Important: Provide a value for this variable only if you select the APIKEY option in BHIP_Vendor_API_Profile_Type.
     BHIP_Host	Enter the BMC Helix iPaaS instance URL where you want to run this project. Important: Make sure that you do not enter any leading and trailing spaces.
     BHIP_User_Name	Enter the user name for the BMC Helix iPaaS instance.
     BHIP_User_Password	Enter the password for the BMC Helix iPaaS instance.
     Enable_BMC_Helix_To_Vendor_Integration	Perform any of the following actions: To enable the creation of xMatters events from BMC Helix ITSM incidents, and synchronization of status and comments, enter true. To disable the creation of xMatters events from BMC Helix ITSM incidents, and synchronization of status and comments, enter false.
     Enable_Vendor_To_BMC_Helix_Integration	Perform any of the following actions: To enable the updation of vendor data in BMC Helix ITSM incidents when brokered xMatters events are created, enter true. To disable the updation of vendor data in BMC Helix ITSM incidents when brokered xMatters events are created, enter false.

   • xMatters variables:

     Project variable	Action
     xMatters_Host_URL	Enter the xMatters instance URL where you want to run this project. Important: Make sure that you do not enter any leading and trailing spaces.
     xMatters_User_Name	Enter the user name to access xMatters.
     xMatters_User_Password	Enter the password for the xMatters user.
     xMatters_Form_Name	Enter the name of the xMatters form to be populated.
     xMatters_Trigger_Name	Enter the type of trigger used to define the purpose of the webhook; for example, Event Status Updates.
     xMatters_Client_Id	Enter the xMatters Client ID. The value of the client ID for your company is available on the OAuth page of the Workflows tab.
     xMatters_Endpoint	Enter the name of the xMatters endpoint used to establish the webhook connection.
     xMatters_Integration	Enter the name of the workflow defined for the outbound integration. Enter Integrations.
     xMatters_Workflow_Name	Enter the name of the xMatters workflow.

   • BMC Helix Multi-Cloud Broker project variables:

     Project variable	Action
     MCB_Host	Enter the BMC Helix Multi-Cloud Broker host URL to which the xMatters events should be synchronized.
     MCB_Username	Enter the user name that enables users to interact with BMC Helix Multi-Cloud Broker.
     MCB_Password	Enter the password for the provided user name.
     MCB_Vendor_Name	This variable is autopopulated. Do not change the default value.
     MCB_Assigned_Group	Enter the name of the support group to which you want to assign the incident.
     MCB_Assigned_Support_Organization	Enter the name of the support organization to which you want to assign the incident.
     MCB_Assigned_Support_Company	Enter the name of the support company to which you want to assign the incident.
     MCB_Assigned_Company	Enter the name of the company for which you want to create the incident.
     MCB_Assigned_Company_Id	Enter the ID of the company for which you want to create the incident.
     MCB_Assigned_Business_Unit	Enter the name of the business unit to which you want to assign the incident.

     The following variables are inputs from BMC Helix ITSM. Either enter values for these variables or map appropriate xMatters fields if the data is available:

     Project variable	Action
     ITSM_Company_Name	Enter the company name for which the integration template needs to be run; for example, Apex Global.
     ITSM_Customer_First_Name	Enter the first name of the BMC Helix ITSM customer.
     ITSM_Customer_Last_Name	Enter the last name of the BMC Helix ITSM customer.
     ITSM_Incident_Type	Enter any of the following incident types for which a corresponding xMatters alert should be created: User Service Restoration User Service Request Infrastructure Restoration Infrastructure Event Security Incident The default value of this variable is set to User Service Restoration.

Task 4: To deploy and enable the project

After you enable the integration, when an incident is created in BMC Helix ITSM, a corresponding event is created in xMatters and the vendor data in BMC Helix Multi-Cloud Broker is updated. When the incident is closed, the status of the xMatters event is changed to Terminated. Any comments added to the incident are synced with the event.

(Optional) Task 5: To set the API debug mode

By default, the debug mode is set to 2 hours after you run the integration. Debug logs are updated for the time set for the debug mode. To increase the debug mode for a longer period of time, perform the following steps:

1. In BMC Helix iPaaS, powered by Jitterbit, select API Manager > My APIs.

2. Open the BMC_Helix_ITSM_Incident_And_xMatters_Event_Vendor_To_MCB API.

3. Select Enable Debug Mode Until: and set it for the required date and time.

4. Save and publish the API.

Related topic

Getting started with BMC Helix Multi-Cloud Broker